Senior Customer Service Representative

5 months ago

Hitchin, United Kingdom LV= Full time

We're seeking a Senior Customer Service Representative to join our established team. Working within a highly regulated industry, you will provide outstanding customer experience to our LV= Life customers, taking into account their individual needs and vulnerabilities.

The Senior CSR is expected to set exemplary behaviours and support the wider team, in order to meet the overall business plans ands objectives.

**About you**:

- Have excellent communication and interpersonal skills; both written and verbal
- Be able to work in a fast-paced, changing environment while maintaining a high degree of accuracy and meeting tight deadlines
- Exhibit strong leadership skills
- Demonstrate solid administration skills, with the ability to manage, plan, organise, and prioritise your own workload to adapt to customer needs
- Competently work independently on complex cases, while also helping your team deliver on key targets
- Proactively become involved with ongoing project work within the business
- Make pragmatic decisions and judgements on your cases, in line with regulatory requirements and the LV= values
- Be numerate and literate, with a real eye for detail.

**Details**:
Your duties will include...
- Taking responsibility for various duties across relevant areas
- Accurately maintaining customer records, dealing with requests for policy information and more bespoke, in-depth reports, complying with all legal and regulatory requirements
- Delivering training to new joiners and other team members on products, processes and the associated regulations and legislation
- Working with other business functions on implementing improvements to our processes, systems and working practices
- Demonstrating a high standard of customer care, dealing with a variety of general enquiries and correspondence from external parties, and communicating with them appropriately
- Adopting some leadership duties such as work allocation, performance management etc. from your team manager when required
- Working as part of a focused team, providing support to your colleagues
- Carrying out quality checks and providing valuable, constructive feedback to your peers and to the Customer Service Team Manager.

**Why work for us?**:
At LV= Life & Pensions you’ll find we thrive on the benefit of everyone’s differences. Whoever you are, whatever you are and in whatever way you identify, you’re welcome here. We’ll make reasonable adjustments to specific needs to make sure your individual requirements are accommodated as far as possible. Being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people but also to our members and our products. We’re proud of our people, we only recruit and promote on merit.

Here at LV= Life and Pensions we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook.

Go on, bring your true self to LV=.

Why not follow us on Glassdoor and take the opportunity to see real reviews of what it’s like to work here.

**Rewards and Benefits**:
This role is a Band B in the LV= Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.

At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers and we’ll reward you with an attractive, competitive salary and benefits package in exchange for your hard work. This will include:

- 26 days' holiday - which increases after two years’ service to 28 days
- The opportunity to buy or sell up to five days’ holiday
- An annual bonus scheme based on company and personal performance
- Flexible benefits - Cycle to work scheme/Health Assessment/Personal Accident Insurance/Critical Illness/Private Medical Insurance/Dental Insurance
- A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14% (please click here to read more about it)
- Group Life Assurance 4 x basic pay to your dependants, You’ll have the option to increase to x 8 times cover
- Group Income Protection, if a member of the Pension scheme and reached 5 years’ service
- Employee Assistance Programme (EAP) service for support through difficult times in your life
- Virtual GP service
- Shared parental leave
- You’ll receive up to 20% discount on our life products for you and your immediate family.

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